The Senior Product Manager, Operations & Commercialization owns products that make Serve's fleet welcome in neighborhoods, reliable in service, and delightful for customers and partners. This role translates the needs of the public, operators, field teams, merchants, customers, and delivery partners into capabilities that improve delivery quality, fleet utilization, and the cost of robot revenue. Partnering with Operations, Growth, Engineering, Autonomy, Data, Safety, and commercial teams, this PM drives products from discovery through launch and iteration, using evidence and field insight to focus on the highest-impact improvements.
Qualifications - Own the product roadmap for Operations & Commercialization by translating the needs of operators, field teams, merchants, customers, and commercial partners into high-impact priorities.
- Define and own success measures for operational performance and delivery quality including successful and on-time deliveries, customer and merchant defects, reliability, supply hours, fleet utilization, and cost efficiency; establish baselines and targets and make performance visible by market, partner, and platform where useful.
- Maintain an evidence-based view of the most important failure modes and opportunities using operational data, customer and partner feedback, and field observation to identify root causes, shape requirements, and reassess priorities as evidence changes.
- Build scalable operational workflows for robot supervision, deployment, and dispatch that reduce manual work and improve fleet productivity.
- Improve delivery reliability with capabilities for issue detection, remote interventions, exception handling, incident follow-up, and service recovery that maximize successful deliveries.
- Elevate the customer and public experience through intuitive, dependable interactions that strengthen merchant satisfaction and help make Serve robots welcome in neighborhoods; spend time with operators, field teams, merchants, and customers to ground decisions in real workflows.
- Enable commercial launches by partnering with the Logistics Platform team to define product capabilities, integration requirements, onboarding workflows, and SLA guardrails that streamline launches and drive partner success.
- Scale market deployments with repeatable product capabilities and workflows that accelerate launches, reduce operational complexity, and support expansion.
- Own products from concept through launch and iteration by defining problem statements, requirements, success criteria, rollout plans, and adoption measures; align teams, make tradeoffs, and ensure successful rollout.
- Drive fast, focused execution with Engineering by scoping and sequencing improvements, favoring small releases, rapid learning, and frequent testing over unnecessary over-engineering while maintaining release readiness and reliability.
- Use analytics and AI-enabled tools where useful including LLM-based analysis or agents to explore operational data, accelerate root-cause investigation, and turn findings into actionable requirements and priorities; rapidly prototype workflows, dashboards, and proofs of concept to validate ideas before committing significant engineering capacity.
- Coordinate cross-functional quality initiatives with Analytics, Engineering, Operations, Program Management, Safety, Support, and Field Operations; keep owners, dependencies, risks, and decisions visible, escalate blockers early, and close the loop on defects and root causes.
Responsibilities - 6+ years of product management experience taking software products from discovery through launch and iteration, with clear ownership of product outcomes.
- Experience building tools or platforms for operationally complex environments such as logistics, mobility, marketplaces, field services, or enterprise workflows.
- Strong user-discovery skills and the ability to translate frontline workflows, technical constraints, operational data, and partner feedback into prioritized requirements.
- Technical fluency with APIs, data flows, connected systems, and product analytics; ability to partner effectively with Engineering and Design.
- Demonstrated ability to define and use metrics to improve reliability, delivery quality, efficiency, user experience, or business performance.
- Strong prioritization and judgment: able to make clear, defensible tradeoffs across competing problems and adjust direction as evidence changes.
- Practical experience using AI-enabled tools or LLMs to accelerate data exploration, root-cause investigation, workflow improvement, or product prototyping, with sound judgment about validating results.
- Track record of shipping iteratively with Engineering, balancing speed, learning, release readiness, and reliability.
- Excellent written and verbal communication, stakeholder management, and ability to influence cross-functional teams in ambiguous, fast-changing environments.
What Makes You Stand Out - Experience building products for operational teams where software decisions directly affect real-world performance, safety, and unit economics.
- Familiarity with fleet management, dispatch, remote assistance, incident management, maintenance, or field-service systems, particularly across multiple markets.
- Experience building partner-facing APIs, integrations, onboarding workflows, or multi-sided marketplace products.
- Hands-on analytics skills such as SQL and dashboards, or experience using AI agents, LLM tools, and code-interpreters to investigate operational data and prototype workflow improvements.
- Experience owning delivery-quality or reliability metrics, conducting root-cause analysis or incident reviews, or supporting release management.
Additional InformationPeriodic travel to operating markets and partner sites may be required to observe workflows, support launches, and validate product performance. The role requires comfort working with live physical operations while balancing rapid iteration with reliability and safety.
